AccountId: 011433970860
ContactId: 69fe9d2a-48ce-4290-a97f-a04e089f1923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74690 ms
Total Talk Time (AGENT): 40216 ms
Total Talk Time (CUSTOMER): 27555 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/69fe9d2a-48ce-4290-a97f-a04e089f1923_20250618T15:28_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, hang on.
[CUSTOMER][NEGATIVE] I'm trying to log into the online service center and it's asking for my login ID as my email and that's not how I had originally set it up so at this point it's not even recognizing me.
[AGENT][NEUTRAL] Um, yeah, so you're gonna have to create a new account using your email address.
[CUSTOMER][NEUTRAL] OK, so that's a change that you've made and I just didn't know about it.
[AGENT][NEUTRAL] Yeah, and a lot of people saying that, but they sent out correspondence, um, I'm not just sure they may might have went to like maybe your spam email or something, but they sent out instructions on how to set it up and how to get started.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I can see, you know, it says create your OSC account so I think I can figure it out from there.
[AGENT][NEUTRAL] And just to make it easier, it's gonna ask you for a lot of stuff, but if I were you, I would just to make it, I would just do what only has the asterisk, um, cause sometimes if it doesn't match up completely, it keeps it throws error, so I would just only do what's required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, thanks a lot. If you have any questions, just feel free to call us back.
[CUSTOMER][POSITIVE] Thanks for the tip.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Right.